How the work gets checked

Before the truck leaves the yard

Most of what determines whether a move goes smoothly is decided before anyone arrives at your door, and it comes straight out of the walkthrough.

• The job is matched to a crew size and a truck that fit the volume and the access described at the quote.
• Equipment for the specific job goes on the truck: pads, dollies, straps, floor protection, and anything special the walkthrough flagged.
• Notes travel with the job. Tight turn at the top of the stairs, no driveway, elevator booked for a set window, one item that needs four hands.
• Building requirements are checked off, including whether a certificate of insurance had to be issued and whether it was.
• This is why a vague quote produces a rough day. An accurate walkthrough is the first quality check on the list.

The walkthrough that sets the standard

The crew lead walks your house with you before anything is lifted. That conversation is not a formality; it is where the standard for the day gets set and where mistakes get prevented rather than fixed.

It covers what is going and what is staying, what is fragile, what is oversized, and what is already damaged. Existing damage gets noted at that point, which protects both of us later.

What a crew lead watches during the job

• That protection stays down and stays in place as the day goes on, rather than getting kicked aside by lunchtime.
• That furniture is wrapped before it is lifted, every time, including the last few pieces when everyone is tired.
• That the load is built rather than stacked, and that nothing has shifted when the truck is checked before closing.
• That hardware is staying with the piece it came from.
• That box labelling is being followed at the unload, so nothing is put in a room you will have to move it out of.
• That anything unexpected is raised with you at the moment it comes up, not at the end of the day.

The end-of-job walkthrough, which you should insist on

Nothing should be signed until this is done, and it takes ten minutes. Any crew that would rather skip it is telling you something.

• Walk the truck and see for yourself that it is empty, including the corners and under the pads.
• Walk the new place room by room with the lead, checking that furniture is where you want it and reassembly is solid.
• Open the fragile boxes that matter to you while the crew is still there.
• Check that the protection and debris from the route has been cleared.
• Confirm the paperwork matches what was agreed before signing and settling up.
• At the old address, the same applies before the truck leaves: closets, cabinets, appliances, the attic hatch, the shed.

When something is not right

Say it on the spot. The overwhelming majority of problems on a move are solved in the ten minutes before the truck pulls away, and become far harder a week later.

If you find it afterwards, that is what our claims and feedback page is for. It sets out who to contact, what to photograph, and what happens next. Raise it early, be specific, and keep the packaging.

We would rather hear about a problem directly than read about it later. That is not a policy, it is just easier for everyone.

What we do with what you tell us

Feedback is only worth collecting if it changes something. A recurring complaint about a stage of the job is a problem with how that stage is run, not with the people running it that day.

The useful details are the specific ones: which address, which part of the day, what was said, what you expected instead. That is what can actually be corrected.

Confirm whether a follow-up call or email goes out after every job, who makes it, and how soon.